Global Network Operation Centre Voice Specialist

• Mar 2016 - Present

• Manages, controls, and monitors networks. • Maintains optimal network operations across various platforms, mediums, and communication channels. • Provides real-time management and monitoring functions for international voice/voice over IP and data services on a 24x7 basis. • Supports the company's value-added services by monitoring and managing network elements utilising the network management system and several ticketing systems. • Provides problem analysis and coordinates repair and restoration efforts with internal and external support groups. • Responds to breaches in quality of service raised through alarms, customer tickets, and vendor tickets. • Calls rerouting to commercially viable alternatives while working with vendors and underlying carriers. • Provides solutions, support, and maintenance of the International Voice and VOIP network. • Manages system or network-reported alarms and responds to customer requests/tickets. • Monitors and reacts to QoS reports and manages workflow life cycle according to business rules for planned/unplanned cases/trouble/tickets/permits. • Manages trouble referrals to the supplier or 3-level SME support if unable to resolve within specified MTTR period. • Manages enquirers or requests for information from stakeholders and customers. Show less

Infrastructure Support Engineer Data

• Nov 2014 - Nov 2015

• Supported, maintained, and provided solutions for enterprise infrastructure environments to ensure systems integrity, availability, reliability, and optimal performance. • Managed Cisco routers, switches, end-user devices, virtual and physical servers, LAN, WAN network infrastructure, and data management for RNZP. • Implemented new solutions and services while performing proactive maintenance and enhancements to the infrastructure environment. • Maintained technical skills and appropriate business knowledge for infrastructure and services in the infrastructure environment. • Ensured key systems had high availability, responded to issues immediately, and prioritised issues following business practice and policy. • Applied Level 3 Infrastructure Support services to meet business requirements defined in the Infrastructure Service Level Requirements/Agreement, including coordination/escalation across other support teams. • Made effective judgments and decisions and took ownership of problems, leading to precise corrective measures. • Advised on resource requirements (hardware and personnel) to meet agreed customer requirements cost-effectively. • Monitored Infrastructure Support services availability specified by the customer in the service level agreement and coordinated/escalated to other teams. Show less

System Support Specialist

• Jan 2013 - Dec 2014

• Reported to the Telecom Business Management Centre Manager (BMC)• Provided 24x7 problem-solving, analysis, and monitoring of CISCO routers and switches.• Managed network upgrades and segregation.• Maintained the security infrastructure of the organisation.• Provided on-site and remote support to clients for server and desktop environments.• Participated in assigned projects.• Liaised directly with partners and suppliers for technical product support.• Escalated client issues internally within Gen-i following escalation guidelines.• Was responsible for maintaining accurate records of work completed and time spent.• Supported Wintel and Unix servers (SCOM), patching cycle preparation and patching of Windows servers.• Supported load balancers deployed in Telecom networks and network devices.• Monitored international voice services following quality of service (QoS) performance levels.• Diagnosed faults and managed service restoration activities using different tools.• Managed system or network reported alarms and workflow and mentored junior engineers.• Provided level 2.5 - 3 support for all Telecom and Gen-1 help and service desks. Show less

International Service Support Specialist

• Jul 2005 - Jan 2013

• Provided real-time management of international voice services on a 24/7 basis, ensuring adherence to the quality of service (QoS) performance levels defined in TNZI’s voice products while maintaining the best possible margin.• Delivered customer care and support for TNZI’s value-added services, analysing initial problems and coordinating repair/restoration efforts with TNZI’s internal/external 2nd and/or 3rd level (L2/L3) support groups or operational partners according to established service level agreements (SLA).• Diagnosed faults and managed service restoration activities for signalling system 7 (SS7), STP and roaming faults, and Veraz Soft Switch connectivity and routing faults, resolving issues within specified mean-time-to-repair (MTTR) periods and escalating to suppliers or 2nd-level support as needed.• Managed system or network-reported alarms, workflows (planned/unplanned cases/trouble tickets/permits), and shift routines according to business rules.• Supported service/capacity provisioning and implemented routing changes while monitoring, testing, and resolving QoS degradation.• Supported/coordinated vendor-managed software/hardware upgrades and recommended system capability enhancements.• Performed system backup routines/basic user administration and conducted business acceptance testing.• Ensured system capability matched operations processes and procedures.• Achievements:• Identified an issue with a vendor flouting commercial agreements and suggested a possible resolution by changing the procedure of handling this vendor. This resulted in the vendor quickly clearing issues, promptly providing feedback, and monitoring their routes regularly.• Transferred to night shift to work with TNZI’s UK-based engineers and restore a breakdown in the relationship between the New Zealand Service Support Centre and TNZI’s UK-based engineers, which resulted in an amicable environment and restored confidence in each team’s abilities. Show less

Customer Service Officer

• Oct 2003 - Jun 2005

Switching Systems Engineer

• Oct 1989 - Sep 2003

• Assisted users with switch issues and performed operation and maintenance of Exchange equipment • Defined and set up new customers, including patching, and created, removed, and tested new route definitions • Maintained signalling system 7, performed routes maintenance, and altered exchange software and hardware blocks • Operated and maintained the Charging Subsystem, carried out charging checks, and configured new tariffs • Dumped toll ticketing data and weekly and monthly call meter values • Conducted routine checks such as Central Processor load and weekly Backup dumps of exchange software • Compiled traffic measurements and created traffic pattern graphs for analysis, utilising them for switch utilisation strategies • Carried out traffic grading according to QOS analysis and solved congestion problems • Connected new customers and terminations in the Subscriber Subsystem and configured value-added services with customer services • Troubleshot SLCs and attended to meter queries and investigations in liaison with the Accounts department • Tested trunk routes for anomalies and managed the operation and maintenance of remote satellite units • Carried out checks on power units, maintained Power Backups, and generated reports of fault clearance rate and network performance • Wrote and generated reports for service quality delivery and maintained Exchange inventory • Oversaw the contractor for the installation of an AXE Digital Switch, ensuring adherence to agreed-upon standards and quality of resources • Introduced performance management to Tel*One Zimbabwe as part of the 1st line managers, bridging the gap between managers and workers through communication with both parties. Show less